Customer Success Manager

Summary

Join Frontify's international Customer Success team and drive customer happiness to new heights! You will guide new customers through onboarding, build strong relationships with key stakeholders, and act as the primary point of contact for inquiries. Responsibilities include monitoring customer usage, managing renewals, and collaborating with other teams to ensure a seamless customer experience. This remote-friendly role requires 3+ years of experience in Customer Success, Account Management, or Business Development within the SaaS industry, strong communication skills, and a deep understanding of key customer success metrics. Frontify offers a collaborative culture, flexible work arrangements, and various benefits including generous holiday time, home office setup budget, and annual salary reviews.

Requirements

• Work remotely from anywhere in the UK, but feel comfortable and excited to come to our London office from time to time
• Have 3+ years of experience in Customer Success, Account Management, or Business Development, ideally in the SaaS industry
• Be a natural at onboarding, and proactively increase product adaptation, customer engagement, and satisfaction
• Understand the importance of the following metrics: Adoption Rate, Net Revenue Retention, Customer Lifetime Value, Net Promoter Score, Churn Rate, and more
• Have impressive communication skills and can build trustful relationships (both internally and customer-facing)
• Feel comfortable in the tech space and have a talent for automation
• Speak English fluently

Responsibilities

• Guide new customers through onboarding and provide comprehensive training to ensure the maximum value of our product
• Develop and maintain strong, long-term relationships with key stakeholders, conducting regular check-ins to gather feedback and provide updates
• Act as the primary point of contact for customer inquiries and issues, ensuring timely and effective resolution
• Monitor customer usage patterns to identify underutilization, and provide strategies to increase adoption
• Manage the renewal, upsell, and cross-sell process, addressing any concerns to ensure customer retention
• Work with customers to develop and implement strategies that align our product’s capabilities with their business goals
• Collaborate closely with sales, product, technical support, and marketing teams to ensure a seamless customer experience and spearhead interdepartmental initiatives

Preferred Qualifications

Your friends would describe you as authentic, honest, intrinsically motivated, and responsible

Benefits

• We want to see you thrive; we’ll provide you the tools to shape your place and future at Frontify
• We have a product that helps to connect brands and people with a human element
• We offer you the chance to enjoy your work, offering flexibility, opportunity, and exposure to new technologies and ideas
• We are a social bunch so if you are an animal lover, a student of yoga, or love travel, we have all the slack channels you need!
• We encourage you to take at least 5 weeks of holiday
• Budget for home office set-up
• Annual salary review
• Additional localized benefits
• Invite to our annual, summer company meet-up